Let’s Talk Balancing Staffing Levels

It’s obvious when organizations are having issues with staffing levels, right? When you see employees at a retail store talking loudly about the obnoxious quote one of their ex-boyfriends posted on Twitter, you may think, “Wow, they really don’t have anything better to do?”   What about when the employees at the DMV are severely […]

Read More

Check out the Big Transfer Rate on Brad…

Right about now, you’re probably thinking about Big Kahuna Burger, but let’s not get carried away and move on to evaluating your agents from the data insights available in Brightmetrics 🔍.    via GIPHY   The last time we left off, Peter was walking us through how you can use Transfer Rate and Average Handle […]

Read More

ECC Insights – Who Does It Better?

Here’s our newest video that showcases everything we can do for users of the Enterprise Contact Center and why ECC users need more than what ShoreTel delivers in their native reporting and even their add-on applications.     Successful contact center operations demand analytics that are accessible. This means that you can manipulate, change the […]

Read More

Now that We’ve Found [Abandonment Rate/Queue Time] ❤ What are We Gonna Do?

Okay, cool video last time about what abandonment rate and queue times can tell you, right? If you missed that one (or just miss Peter’s baritone), you can always watch it here.   Now you’re curious… just how do I monitor my Average Queue time, my Average Abandoned Calls Queue times, and my Abandonment Rate? […]

Read More

Maintaining Communication with Your Community in Crisis

In October of 2017, Sonoma and Napa counties in Northern California endured devastating wildfires. The disaster spread quickly- causing casualties, consuming over 160,000 acres and over 7,000 structures. Emergency services were needed throughout the City of Santa Rosa. Not only were emergency responders, volunteers, and shelters imperative, but it became apparent that their internal and […]

Read More

Brightmetrics vs. ShoreTel Reporting

Contact center managers with ShoreTel phone systems and Enterprise Contact Center know they need to make data-driven decisions but have found that getting to the data to discover insights can be incredibly difficult. For that reason, Brightmetrics developed the Enterprise Contact Center (ECC) Analytics add-on service. We wanted to develop a service that democratized access […]

Read More
Scheduling ShoreTel Reports in Brightmetrics

The Secrets to Mastering Scheduled Reports

Almost every role in an organization that is dependent on customer communication can benefit from well-developed scheduled reports for their ShoreTel phone data. Brightmetrics makes scheduling the delivery of unique reporting and dashboards incredibly easy. However, there are some secrets to building the best reports for your organization that can maximize the value and business […]

Read More
Call Center Metrics

Which 2 Metrics Can I Use for a Better Customer Experience Tomorrow?

Each call center has its own programs, with goals and objectives set by the management, client, or other key stakeholders. While there are several key call center metrics needed for a balanced perspective (i.e. customer satisfaction, first contact resolution, agent satisfaction, etc.), there are a couple of metrics that are within your span of control […]

Read More
The Holy Grail of Contact Center Analytics

The Holy Grail of Contact Center Analytics

Call Center managers need easy access to analytics that help them make good decisions when it comes to staffing levels, employee productivity and understanding the customer experience. Many contact center call reports provide a limited summary of performance, requiring managers to run multiple reports from different locations to get to detailed information that drives key […]

Read More

Brightmetrics Call Party Activity

We’ve just released a major new data source for our ShoreTel Reporting and Data Analytics Services. We are always playing a balance game with our service. On one hand, we want to keep the tool as easy to use and intuitive as possible. On the other hand, we want it to be, unquestionably, the most […]

Read More